Below is a list of frequently asked questions related to LaunchPad. If your question is not answered below, please contact us at firstname.lastname@example.org.
"LaunchPad says I have missing files, what do I do?"
Make sure that your scene is able to easily find your assets. If LaunchPad warns you that a file can't be found, but you know it's in your scene, double check that file's path. Update it if necessary.
In 3ds Max, you can use "...References > Asset Tracking" to see and update all of your asset's paths.
"Why can't I submit my job in ____ format for testing?"
Free tests have limited output formats. If your scene is set to use a non-test format, you must select a new format from the "Render Settings" window. Additionally, composited file outputs such as ".avi" and ".mov" are unsupported on Render Rocket.
"Why can't I change my Normal/Econ mode output settings in LaunchPad?"
LaunchPad will use your scene's output format when your mode is set to Normal or Econ. If you wish to change your output format, please exit the "Scene Summary" window and return to your content-creation application. Change your output format there, then re-save your scene and submit it to LaunchPad. You can verify your output format on the "Scene Summary" window.
"Why isn't my job starting?"
If you've clicked "Submit Job", it may take a moment for the job to appear at the top of the Job List.
If your job remains in a "Transferring" state for an extended amount of time, please contact us.
If your job remains in a "Queued" state for an extended amount of time, it's possible that all of our render nodes are currently in use. Your job will begin once nodes become available, dependent on your job's priority. Feel free to contact us if you'd like to learn more about your job's status.
"My job failed! Why?"
Your job can fail for a number of reasons. It may be related to an issue with your scene, incompatibility with our farm, etc. You should check the logs of your failed frames to diagnose the potential issue. You can access the logs by selecting the frame in question in the Frame tab, and then clicking on the "Logs" If you can't determine the reason, please contact us and will help you determine the cause of the failure.
"My output files haven't downloaded, even though the job is reported as 'Done.'"
It may take a moment for the frames to download. If they do not appear after a reasonable time, please log into www.renderrocket.com/mc and access the "Mission Details" page for your job. From there, check to see if you have a package to download. Alternatively, you can use FTP to access your files.
If the download package link does not appear, or the files are missing on your FTP, please contact us for further assistance.
"I have special plugins! Will it work on your systems?"
While we do support a number of plugins, the best way to find out is to check our current plugin list to see if we support it. If you don't see it on the list, and it is crucial to your project, please contact us to make an inquiry about obtaining the plugins you need.
Not finding what you are looking for here? Try our searchable Help Resources or contact our support team for more information. You can always email email@example.com for technical questions. Don't hesitate to contact us - we are here to help you get your renders done and meet your deadlines.